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Customer Engagement Summit 2025

9 October  |  Evolution  London

 

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The future of Customer Engagement isn’t just exciting - it’s revolutionary. We’re on the brink of a seismic shift that will redefine how businesses connect with their customers.

We are thrilled to announce that the Customer Engagement Summit is moving to Evolution, London. This state of the art venue offers a single floor exhibition featuring six specialised topic stages and a main stage, with the latest AV technology bringing case study presentations to life. Primed for unparalleled networking opportunities and offering exhibitors a choice of turnkey solutions and branding options, this is a launchpad for thought leadership and business.

  • In-Person Conference
  • Evolution, Battersea, London
  • Thursday 9th October 2025

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WORLD CLASS CASE STUDIES FROM LEADING COMPANIES DRIVING THE FUTURE OF CUSTOMER ENGAGEMENT

Google-Cloud
Asda
John-Lewis
Bupa logo
Linkedin
AWS
Financial-Times
Volvo
Experian
Costa Coffee
The_Economist
Harrods
Natwest
Heathrow
Sky
Ford
CE Summit 2025 four-diamonds-icon

#1 CUSTOMER ENGAGEMENT CONFERENCE

Engaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth.

Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers.

This isn’t just an improvement, it’s a leap into a customer centric future.

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2025 summit at a glance 

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SPEAKERS

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MEETINGS

Featured Speakers

Marco Merkx

Marco Merkx

IKEA Global Customer Engagement Development Leader
Nicky Haddow

Nicky Haddow

Victoria’s Secret UK Head of Marketing
Livia Fekiacova

Livia Fekiacova

The Estée Lauder Companies Inc. Enterprise Marketing CRM Lead
See All Speakers
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Featuring six specialised topic stages

Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. Our 2024 summit lineup of speakers represented diverse organisations including AXA, Bupa, Costa Coffee, Estee Lauder, Experian, IKEA, John Lewis, LinkedIn, Victoria’s Secret, Volvo, and many more. Their insights and experiences provided invaluable lessons for all attendees.

This isn’t just another conference - it’s a premier opportunity to forge new business relationships with 2,000 attendees, engage in face-to-face meetings, and ensure you stay up to date with the latest information and knowledge to help transform your business.

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FUTURE OF THE CONTACT CENTRE

Contact centers are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.

  • Enhancing Service Quality and Efficiency
  • Multi-Channel Support Strategies
  • Employee Training and Motivation in Customer Service
  • Proactive Customer Service Strategies
  • Using Technology for Service Improvement
  • Best Practices in Customer Service
CUSTOMER CONTACT

Customer engagement is evolving to dynamic, AI powered multichannel interactions. Businesses are adopting omnichannel strategies that seamlessly integrate voice, chat, social media, and self-service options. This transformation is driven by AI-enabled personalisation, predictive analytics, and automated solutions that provide faster, more tailored customer experiences across all touchpoints.

  • Ai-powered Personalised Interactions
  • Seamless Omnichannel Experience Delivery
  • Real-time Adaptive Customer Support
  • Virtual Shopping Assistance Integration
  • Automated Cross-channel Marketing Solutions
  • Mobile-first Engagement Strategies
DATA AND ANALYTICS

Empowering businesses to gather and analyse huge amounts of information from diverse sources, revealing patterns and trends in customer behavior and identify friction points. Understanding individual preferences helps create personalised experiences boosting satisfaction and loyalty and help anticipate future actions, allowing proactive strategies to reduce churn. Using real-time insights to refine messaging, product offerings, and marketing campaigns for targeted engagement.

  • Integrating Data from All Customer Touchpoints
  • Predictive Modelling for Customer Insights
  • Real-time Data Analytics in Customer Engagement
  • Ethical Use of Customer Data
  • Data Visualization Techniques for Customer Insights
  • Using Personalisation in Customer Engagement
CUSTOMER EXPERIENCE MANAGEMENT (CXM)
A holistic strategy integrating methodologies, processes, and technologies ensuring positive customer interactions across all touchpoints throughout the customer lifecycle, relying on gaining deep insights into customers’ needs, preferences and behaviors through tools such as customer surveys, feedback analysis, and customer journey mapping. Effective CXM requires collaboration across various organisational functions, including marketing, sales, service and operations, to create seamless and memorable experiences.

  • Implementing Customer-Centric Culture and Practices
  • Designing and Optimising Customer Journeys
  • Measuring and Improving Customer Outcomes
  • Voice of Customer: Gathering and Implementing Feedback
  • CX and UX Integration for Enhanced Customer Satisfaction
  • Successful CXM Strategies in a Digital Era
ENGAGEMENT MARKETING

Fostering two-way conversations between brands and customers to forge meaningful connections through digital channels like email, social media, and push notifications. Delivering timely, personalised content to boost customer engagement, focusing on tailored experiences that align with customers’ interests, encouraging active participation. Placing customers at the center of the strategy, brands can build emotional connections, enhance satisfaction, ultimately strengthening brand-customer relationships.

  • Integrating Email and Social Campaigns
  • Creating Valuable, Relevant Content
  • Fostering Two-way Dialogue With Customers
  • Setting Measurable Goals and KPI’s
  • Building Emotional Connections Through Storytelling
  • Analysing Cross-channel Engagement Metrics
LOYALTY, RETENTION & GROWTH
Customer engagement drives loyalty and retention by fostering emotional connections that lead to repeat purchases, increased spending and ultimately growth. Engaged customers become brand advocates and provide valuable feedback. Sales teams can leverage these strong relationships to cross-sell and upsell more effectively. This creates a sustainable cycle of growth through word-of-mouth referrals and enhanced customer lifetime value.

  • Building Effective Customer Loyalty
  • Measuring and Improving Retention Rates
  • Customer Lifetime Value (CLV) Optimisation
  • Cross-Generation Sales Tactics
  • B2B versus B2C Engagement
  • Reducing Churn and Increasing Win-Backs
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“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”
Digital Journey Manager, Vodafone Group vodafone-logo
“It was very well organised, in a beautiful building/easy to get to, the networking opportunities were fab and the sessions were informative and inspiring. The shorter session length was great too!”
Head of Community, Wolf & Badger wolf-and-badger
“Genuinely one of the best-run and most informative events of the year. The speakers were engaging and knowledgable, event and venue staff were very helpful, the venue was excellent and the overall atmosphere was really nice. Looking forward to next year's event already!”
Customer Experience & Events Manager, Fluix Fluix
“Amazing insight, great people, fantastic stories, professional suppliers, good food and motivating communication.”
Senior Public Response Manager, HS2 HS2 Logo (1)
“The Summit excels in providing a platform for diverse perspectives and best practices from leaders across various industries. The sessions are highly informative, offering practical, actionable insights that can be directly applied to improve customer engagement strategies. Overall, the summit fosters a strong sense of community and continuous learning.”
Customer Engagement Specialist, Perkin Elmer PerkinElmer (1) (1)

Knowledge HUB

How+Cond%C3%A9+Nast+Enhanced+their+Customer+Experience

WEBINAR

How Condé Nast Enhanced their Customer Experience

The+UK+CX+Report+2024

RESEARCH

The UK CX Report 2024

Customer+Care+in+the+Air%3A+EasyJet%27s+Strategies+for+Success+with+John+Leighton

PODCAST

Customer Care in the Air: EasyJet's Strategies for Success with John Leighton

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UPCOMING WEBINAR

From Clicks to Connections: Cross-Channel Engagement with AI

The future of customer marketing is all about breaking through barriers and creating genuine connections. With 2025 already here, outdated platforms and fragmented data are holding organisations back. In this session, we’ll explore how AI and Data Activation can help you connect with customers like you actually know them.

We’ll cover how to:
  • Break down data silos and activate your customer data across all channels.
  • Use AI to create personalised experiences that connect with customers like never before.
  • Move beyond the basics and start scaling your efforts for the future.

Ready to rethink how you connect with customers? Join us for insights and strategies to help you thrive in 2025 and beyond.

Register Now

CONGRATULATIONS TO OUR 2024 ENGAGE AWARDS WINNERS

Octopus Energy
ASOS
Deliveroo-1
Nationwide
PepsiCo-1
Marketstar
New Project (1)
NFU Mutual-1
The First Word (1)-1
ServiceNow
Octopus EV
VMO2
Wellcome
XPS Group
Currie
EE (1)
Correla-1
Ethos
GFM
Fibank
Compass
Odido
CCI
Kings College
Clarity
KPMG-1
Landmark

INTERESTED IN ENTERING THE ENGAGE AWARDS?

Celebrate your team's achievements in our Engage Customer categories.

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Event Partners

Over the past decade we have helped some of the world’s biggest brands engage with their target customers on a deeply emotional level, helping them forge relationships and new business connections.

Opportunities include speaker sponsor packages providing prime presentation slots on a topic stage and seminar stream of your choice, representation on panel debates, sponsored roundtable focus group opportunities and more.

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PARTNERS INCLUDE

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